June 16 2024  |  Industry News

2.0 & Partners joins forces with SEA Milan Airports to enhance customer experience

By Hibah Noor

2.0 & Partners has secured a "landmark" three-year contract to deliver its Customer Experience Management (CXM) service at both Milano Malpensa and Milano Linate airports

Travel retail experts 2.0 & Partners and SEA Milan Airports have teamed up to enhance the experience of traveling shoppers at Milan’s two major airports.

Following the results of a recent tender process, 2.0 & Partners has secured a landmark three-year contract to deliver its Customer Experience Management (CXM) service at both Milano Malpensa and Milano Linate airports.

Underlining airports’ dedication to providing tailored and insight-led training to enhance the travel retail experience, the two-part CXM program encompasses both 2.0 & Partners’ Strategic Mystery Shopping and Retail Academy 2.0 services. Each service was crafted specifically for the travel retail market and is tailored to meet the unique needs of the sector. 2.0 & Partners’ Strategic Mystery Shopping service delivers in-depth data and insights into the passenger experience in the airport, sourced from specialist analysts chosen to match the shopper demographics of the relevant airport’s travelers. This data is then used to craft a bespoke training program through Retail Academy 2.0, which is tailored to the needs of the airport and supports staff in taking their service to the next level for consumers.

As dedicated travel retail experts, 2.0 & Partners said it believes in and understands the importance of a bespoke and tailored offer across every aspect of the travel retail sector. For the past 10 years, the company has been driven by a dedication to excellence and attention to the finer details which make a difference. Today the team works to help partners deliver these same standards and ideals by leveraging the insights and training in the CXM program’s Strategic Mystery Shopping and Retail Academy 2.0 services.

Erika Giannini, Head of Customer Experience, Italy, 2.0 & Partners, said, “The experience of shoppers is the most important aspect of the travel market and delivering that properly relies on delivering the right support for front-line staff. This is a landmark moment for 2.0 & Partners, and highlights a growing trend in the market of airports embracing the idea that delivering bespoke retail training is vital for unleashing the full potential of travel retail.

“We are excited to be working alongside our valued partners at SEA Milano to ensure that the experience of every travelling shopper in a Milan airport is crafted to be the very best it can be.”

Fabio Bernardini, CEO, 2.0 & Partners, added, “We are delighted to add SEA Milano to our partners who are committed to taking the service for travelers around the world to the next level. This partnership is the latest stage in an exciting period of growth for our company as we mark a decade in this industry, and we are very pleased to be working with our partners to create more special moments for traveling shoppers in this special sector.”

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